Civility, Diversity, and Customer BLISS

 

 

Customer service involves the use of good manners and etiquette. Throw in civil behavior and regular customer service becomes Customer BLISS. Today's tip addresses civility and the role it plays in customer service. It includes areas in need of more cooperation, tolerance, and understanding. It's about communicating in areas of diversity. In other words, the human side of service and the basic behaviors that make everyone feel comfortable.

Regardless of what makes your customer (or anyone else) different from what you're accustomed to, (physically, racially, developmentally, etc.) always focus on your fundamental similarity; the fact that you're both people.

Be Helpful Without Condescension

If someone needs additional help in some way, offer to assist the same way you would offer to help someone with an armload of bags; without making a big deal of the situation. Answer questions and give explanations thoroughly, factually and without judging a person's understanding or capabilities. Never make another person feel stupid or inadequate because of a personal attribute.

Be Patient

If someone has a physical disability that reduces their mobility, patiently wait until they make themselves comfortable before you begin working with them. Never show signs of annoyance, irritation or impatience. Ask if they would like your assistance before you attempt to help in any way.

Be Considerate

An example of this would be when you are speaking with a customer who struggles with English because it is not their first language. Allow them to attempt communication in a way that is comfortable for them. If their message has been conveyed, but with a few grammatical errors included, don't correct just for the sake of correcting them. Let them know you understand their meaning. Speak at a moderate pace and, if necessary, ask them if they'd like you to slow down. Simple, uncomplicated words will help you convey your message. And please, speak in normal tones. A raised voice does not guarantee understanding. Instead, it could cause resentment. Raise your voice only if your customer requests it.

Note: Don't assume that a person's hearing challenge automatically means total hearing loss. There are levels and degrees of any challenge and you should let the person with the challenge inform you of the situation and their needs (e.g. asking you to speak slower, louder, or repeat a word, question or statement). Never assume that yelling is necessary.

Be Genuine

People know when you're being phony. Don't do or say something only because it's politically or socially correct. Genuinely care for others. When you take their issues personally, you will find all sorts of ways to create comfort for them (more on this in a later post).

Be that service provider who is always aware and makes others feel comfortable in any situation. With your helpful, patient, considerate and genuine approach, you will elevate every customer to the highest level...Customer BLISS. 


~~Tell Tammy~~
How's your Customer Service Week going so far?
How are you letting your customers know you appreciate them?
Please comment in the section below.